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| Concrete Decor Archives — Trowel & Error |
Customer Service Continues Long After the Concrete Dries
In an age of customer service, you should never turn your back on a client with a problem. Realize that a problem is really an opportunity.
by Larry Ross
It may be the ability to fix a problem that truly sets you apart from the multitudes. Upon learning of a client's problem, there are two things that must be done. First, acknowledge there is a problem. Some contractors have a hard time even admitting that it is a possibility. Then you need to realize that this is not a problem, but an opportunity.
Five years ago we installed a project that had turned out beautifully. The owner designed, engineered, and supervised his own project. He researched materials, and the chosen product manufacturer recommended us as installers. The client was adding a two-story wood-framed addition to the existing building, and the upper deck of the addition was actually an extension of the existing pool deck. Our scope of work was to install a waterproof stamped overlay.
As is our procedure when we are unfamiliar with a product, we requested that a representative from the manufacturer be on the job with us. The installation went smoothly, and the project was completed.
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